I emailed a complaint to Play.com on December 11th, and am still yet to receive even a reply to the email. This is quite incredible seeing as they ‘aim’ to respond to emails within 24 hours. Needless to say I emailed them again with the following:

I still haven’t received a reply to my email from DECEMBER 11th, that’s over TEN DAYS to reply to an email. I realise the snow plays havoc with deliveries, but tell me just how does it affect your response times to emails?

I need to return the Michael Jackson doll because it arrived damaged, again. You can see it here: http://www.mrdaz.com/play-com-replacement-item-also-arrives-damaged/

I am also still awaiting three orders. I would send you the order ID numbers but sadly your order history page conveniently doesn’t show them!

I take it from your ‘wait 21 days‘ policy I have no chance of actually getting any of these items before Christmas, and your ‘can’t be arsed to even reply to emails‘ policy means I’ll never hear from you on this matter either.

Before you click delete on this email, as that appears to be how you actually deal with complaints, try Googling ‘Play.com complaints’ – you’ll see every step of this issue being reported online, on page 1 of Google. The next post is up to you.

After having sent that I received an auto email from Play.com, one that they have presumably sent to everyone who is concerned that a) they haven’t received items they’ve ordered for Christmas and b) Play.com can’t even be bothered to reply to emails.

Some of Play.com’s excuses can be read below:

We would like to update you on the delivery of your recent order with Play.com. You are probably aware that the adverse weather conditions are causing issues throughout the transport network in the UK and this has resulted in delays for our delivery partners. However, making sure your order arrives in time for Christmas is our top priority and we are working tirelessly with them to try and make this happen.

Understandably, many of you are contacting our Customer Service department to get an update on the status of your order. As a result, we are seeing an unprecedented level of activity and while our team is working long and hard to address all your calls and emails, we are seeing an impact on our normal level of service.

If your order was despatched without a tracking number please be aware that the item has been shipped and is likely to be with you before Christmas.

We appreciate that this is an important delivery for you and we will continue to work closely with our delivery partners over the coming days to do our utmost to make sure your delivery arrives before Christmas.

So, they’ve acknowledged that they’re not even replying to emails, en masse, and they’ve stated that orders are ‘likely to be with you before Christmas’… I don’t personally believe this is very professional, or reassuring.

Looks like you can’t rely on Play.com for Christmas shopping in the slightest.

Darren Jamieson

Darren Jamieson, aka MrDaz, is the Technical Director and co-founder of Engage Web and has been working online in a career spanning two decades. His first website was built in 1998 and is still live today.

    

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